Inbound Customer Service Team Lead

Fidelity Services Group; Midrand; Presencial; ZAR 350 000 - 520 000; Tempo integral

Resumo da oferta

Fidelity Services Group is seeking a hands-on Level 1 Inbound Team Supervisor to lead our Customer Contact Centre. You will oversee daily operations, ensuring top-tier client communications, service levels, and administrative accuracy across all contact channels.

You will manage staffing, performance, and escalation handling, while fostering a culture of accountability, training, and continuous improvement. Weekend and public holiday work is expected.

Qualificações

• Grade 12/Matric or relevant qualification.
• Customer Service supervisory experience in a Call Centre environment would be advantageous.
• Computer literacy essential (MS Office suite, MS Word, Excel, Outlook, PowerPoint, Listener).
• Tertiary qualifications are an advantage.
• Code 08 Drivers Licence.

Responsabilidades

• Work weekends and public holidays as required by business.
• Manage inbound customer service levels, workloads and queues.
• Plan staffing, attendance, and ensure full staff complement.
• Monitor absenteeism, vacancies and turnover in the team.
• Ensure systems login and adherence to schedules for all agents.
• Maintain high-quality customer interactions across all channels.
• Manage client communications via email, chats, CRM, and other media.
• Address escalations, complaints and follow-ups with customers.
• Provide coaching and training to staff and enforce discipline.
• Attend meetings and present reporting as needed.

Conhecimentos

Customer Service Supervisory

Computer literacy

Leadership

Formação académica

Grade 12 / Matric

Tertiary qualifications

Code 08 Drivers Licence

Ferramentas

MS Office

Outlook

Word, Excel, PowerPoint

Descrição da oferta de emprego

Fidelity Services Group is seeking a hands-on Level 1 Inbound Team Supervisor to lead our Customer Contact Centre. You will oversee daily operations, ensuring top-tier client communications, service levels, and administrative accuracy across all contact channels.

You will manage staffing, performance, and escalation handling, while fostering a culture of accountability, training, and continuous improvement. Weekend and public holiday work is expected.